A medição da qualidade dos serviços e satisfação dos clientes

: caso myPartner

Abstract

Currently the services explained, in more developed countries, more than half the GDP and employment generated in this economy. By way of example "China's service sector grew 191% in recent years and currently represents 35% of its economy" (Sousa, A emergência da ciência dos serviços, 2007, p. 30 (translation)) Due to the growth of services and their importance to the economies it seems important to examine how customers evaluate the services they buy, and how they can contribute to the improvement and acquisition of knowledge. This work is therefore to analyze and study how the customers evaluate the provision of a service, in this case, a support applicational service of information system provided by myPartner. To this end, we sought to first do a theoretical framework related to quality and customer satisfaction. Secondly we prepared an empirical study on the assessment of quality of service support provided by myPartner.

Date of Award	Sept 2011
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Ana Filipa Côrte-Real (Supervisor)